News service
Deutsche Bahn's services for passengers with reduced
mobility
Comprehensive services for disabled rail passengers • Assistance
provided for more than 650,000 journeys in 2015
(Berlin, March 2016) Deutsche Bahn (DB) offers extensive services to assist
passengers with disabilities. For years, the DB Group has been making great
efforts to enable passengers with disabilities to travel independently. Deutsche
Bahn is thereby meeting its social responsibility to the approximately ten million
people with a disability in Germany, who are an important target customer
group for DB.
DB has set up the Mobility Service Centre for passengers with reduced mobility.
Here, DB employees help passengers to plan all aspects of their rail journey.
The staff find the best connections, organise any assistance required for
boarding, disembarking and changing trains, and arrange for tickets and
reservations to be sent by post or e-mail, or made available for collection from
DB ticket machines. In 2015 alone, DB helped to organise more than 650,000
trips requiring assistance.
To ensure they get the help they require, passengers simply need to notify the
Mobility Service Centre of their upcoming journey by 8:00 pm on the day before
travel. They can do so by phone, fax, e-mail or through the DB website. These
options enable passengers with reduced mobility to plan their travel
conveniently from home. Tel.: +49 (0) 180 6 512 512* (daily from 6:00 am until
10:00 pm); fax: +49 (0) 180 5 159 357**; e-mail: msz@deutschebahn.com; or
via the internet at www.bahn.de/barrierefrei. DB has also published a leaflet in
German on services for travellers with reduced mobility (Mobil mit Handicap –
Angebote und Services für mobilitätseingeschränkte Reisende). This provides
valuable tips on travelling by train and is available online at bahn.de and in DB
Travel Centres.
The services are aimed at travellers with reduced mobility as well as families
with small children and the elderly. They make it easier to plan and undertake
journeys not just on ICE and IC trains, but also on regional trains (IRE, RE, RB)
and S-Bahn urban rapid transport lines. The most important stations are
equipped with more than 900 mobile lifting devices, ramps, stair lifts and electric
vehicles. From 16 fixed locations – or base stations – additional mobile teams
ensure that passengers with disabilities can also board and disembark from
trains safely and easily at a further 47 smaller and medium-sized stations.
Special training courses prepare DB service staff on how to help passengers
with reduced mobility. In addition, strategic partners of DB, such as the
Travellers' Aid Society and local taxi companies, also participate in the service.
Issued by: DB Mobility Logistics AG
Potsdamer Platz 2, 10785 Berlin, Germany
Responsible for content:
Oliver Schumacher, Head of Communications and Marketing
Kai-Henning Wagner
Spokesperson Stations
Tel.: +49 (0) 30 297-62726
Fax: +49 (0) 30 297-61715
presse@deutschebahn.com
www.deutschebahn.com/presse
Nicole Knapp
Spokesperson Longdistance
Trains
Tel.: +49 (0) 30 297-60019
Fax: +49 (0) 30 297-61715
presse@deutschebahn.com
www.deutschebahn.com/presse
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Staffed stations have been providing free-of-charge assistance with boarding,
disembarking and changing trains for people with reduced mobility for many
years. In December 2012, DB also extended this support service, by prior
arrangement, to 1,550 step-free railway stations without on-site service staff.
Improving accessibility at stations
DB Station&Service AG operates approximately 5,400 railway stations.
Redesigning station platforms and access points so that they are easily
accessible is a very important task for which the German Federal Government
and individual federal states provide extensive funding. Some 100 stations are
made barrier-free every year. Step-free access to station platforms, for
example, is an important aspect of accessibility, especially for wheelchair users
and passengers with bicycles or pushchairs. At present, around 76% of stations
have step-free access to the street via walkways, level crossings, long ramps or
lifts. When rating a station's step-free accessibility, the different platform heights
and all the various situations involving boarding trains are not taken into
account. This means that the height of the station platforms is a separate
important criterion for accessibility. More than half of existing station platforms
(59%) have a platform height that allows same-level boarding when suitable
vehicles are used. Increasing the height of low platforms (38 cm and under) will
remain a task for the next few decades due to the large numbers of stations
involved.
To help the blind and visually impaired, around 4,650 station platforms (50%)
have so far been fitted with a tactile guidance system using surface indicators.
In addition, at some railway stations, the steps leading to the platforms have
handrail labels in Braille or pyramid-shaped bump dots, and the station
concourses feature boards with tactile maps that can be identified by touch.
Furthermore, all newly installed lifts have controls with tactile markings and a
speech module.
New generation DB Information points are equipped with induction loops for
speech amplification for the hearing impaired and a pull-out counter for
wheelchair users.
Further developing the Travel Centres
DB will also continue to promote accessibility and focus on the needs of
passengers with reduced mobility when equipping the over 400 DB Travel
Centres across Germany. The Travel Centres are available for personal advice
and booking tickets. Key features of a barrier-free travel centre include door
decals, tactile guidance, an accessible queueing system, seating and a heightadjustable counter designed for wheelchair users or people of shorter stature,
which features an induction loop. The individual accessibility modules will be
implemented where feasible from a technical and construction point of view.
Around 55 travel centres are now fully accessible. More travel centres are being
Issued by: DB Mobility Logistics AG
Potsdamer Platz 2, 10785 Berlin, Germany
Responsible for content:
Oliver Schumacher, Head of Communications and Marketing
Kai-Henning Wagner
Spokesperson Stations
Tel.: +49 (0) 30 297-62726
Fax: +49 (0) 30 297-61715
presse@deutschebahn.com
www.deutschebahn.com/presse
Nicole Knapp
Spokesperson Longdistance
Trains
Tel.: +49 (0) 30 297-60019
Fax: +49 (0) 30 297-61715
presse@deutschebahn.com
www.deutschebahn.com/presse
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modernised each year, including smaller and medium-sized centres. It will be
some years yet before upgrading of all Travel Centres is complete.
Ticket machines
DB ticket machines are also continually being further developed to make them
more accessible and user-friendly. The improvements are reflected in the
greater ease of use and enhanced design (e.g. no sharp edges), as well as in
the arrangement of the interfaces. For example, the PIN pad and card reader
are located lower down for those sitting or shorter in height. Larger buttons and
text and improved contrast make them easier to operate.
Further information for the target group available on the internet
The travel and mobility portal bahn.de offers travel-related information and
services. Passengers can look up their connections, book tickets and plan their
entire holiday from the comfort of their home. To give disabled passengers an
overview of the special services available throughout their journey with
Deutsche Bahn, all the relevant information has been compiled on the bahn.de
website. All the important information for blind and visually impaired passengers
is available at bahn.de/blind-sehbehindert. Information for those with a physical
disability can be found at bahn.de/gehbehindert, and information in easy to
understand language at bahn.de/leichte-sprache.
Sign language videos at bahn.de/gehoerlos
In order to make it easier for deaf people to travel by rail, DB has created a
series of sign language videos for the internet together with the German Deaf
Association (Deutscher Gehörlosenbund). The films cover ticket booking and
BahnCards, and also explain in detail the online and mobile services available
for travel planning and information as well as the rights of passengers. The
videos can be downloaded at bahn.de/gebaerdensprachvideos.
Hearing impaired and deaf customers can find key information on travelling by
rail at bahn.de/gehoerlos. The web page provides a list of key facts and links to
information on departure and arrival times of trains, major stations in Germany
and services for mobile devices. Those interested can also find all the
information on the Mobility Service Centre here. Deaf passengers can
communicate with the Mobility Service Centre by fax on +49 (0) 1805 159 357**
or by e-mail (deaf-msz@deutschebahn.com).
Kai-Henning Wagner
Spokesperson Stations
Tel.: +49 (0) 30 297-62726
Fax: +49 (0) 30 297-61715
presse@deutschebahn.com
www.deutschebahn.com/presse
Deaf or hearing impaired passengers can send selected information to DB by
texting the Mobility Service Centre. Incidents, defective ticket machines or
damage to facilities on stations or trains can be reported in this way. Telephone
number +49 (0) 160 97 43 58 06** is available for this purpose. To ensure it is
forwarded to the right place, the text message should start with #deafhelp plus a Nicole Knapp
Spokesperson Longdistance
space, before describing the topic at hand.
Trains
Issued by: DB Mobility Logistics AG
Potsdamer Platz 2, 10785 Berlin, Germany
Responsible for content:
Oliver Schumacher, Head of Communications and Marketing
Tel.: +49 (0) 30 297-60019
Fax: +49 (0) 30 297-61715
presse@deutschebahn.com
www.deutschebahn.com/presse
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Information on mobile services
Customers are kept constantly informed before and during their journey via the
DB Navigator app and at m.bahn.de. They receive live information and can
book tickets using their mobile phone until shortly before departure. The mobile
service portal m.bahn.de is easy to navigate, helping the visually impaired gain
a good overview of travel connections and services. If a customer's planned
connection is delayed by more than ten minutes, or in the event of other
disruption or cancellations, the delay alarm sends an e-mail or a push
notification to the DB Navigator app. This is an invaluable service for deaf or
hearing impaired travellers throughout their journey.
Accessible design of trains and buses
DB makes improvements to accessibility when modernising trains and buses
wherever possible. All 44 second-generation ICE trains have been
comprehensively modernised with a focus on improvements for travellers with
reduced mobility. The work was completed in August 2013. These trains now
have two wheelchair spaces with a height-adjustable table and service call
button, a tactile guidance system (including tactile floor strips and pictograms
for the toilets), grab handles in the long aisle sections and improved marking of
steps and interior doors. In addition, all seats are equipped with grab handles
and tactile seat numbers by the aisles. By the end of 2014, some 770 IC
coaches had been fitted with new seats, also featuring grab handles and tactile
seat numbers. All new vehicles purchased for use in long-distance transport will
also be fitted with an integrated boarding assistance system. The new ICE 3
trains with wheelchair lifts have been in service since December 2013. The
equipment on the new vehicles is being significantly improved for visually
impaired passengers, for example by including a tactile guidance system.
Large-format monitors with a high-contrast display improve passenger
information on board.
The requirements for accessibility are also being incorporated into the design of
trains for regional transport. 60% of the vehicle fleet is already accessible and is
fitted with integrated boarding assistance systems, wheelchair-accessible toilets
and digital information systems. To make access between the station platform
Kai-Henning Wagner
and the train as continuous as possible, the number of low-floor trains with
Spokesperson Stations
Tel.: +49 (0) 30 297-62726
particularly low floors is being increased.
As the largest bus operator in Germany, DB operates around 4,600 of its own
buses, of which approximately 75% have a low-floor design. Thanks to this
technology and driver training, it has also been possible to expand and improve
the mobility chain for passengers with reduced mobility in this area as well.
On the road with the IC Bus
In addition to the existing rail connections, DB offers fast, direct bus services on
a range of national and international routes. The IC Buses are all fully integrated
Issued by: DB Mobility Logistics AG
Potsdamer Platz 2, 10785 Berlin, Germany
Responsible for content:
Oliver Schumacher, Head of Communications and Marketing
Fax: +49 (0) 30 297-61715
presse@deutschebahn.com
www.deutschebahn.com/presse
Nicole Knapp
Spokesperson Longdistance
Trains
Tel.: +49 (0) 30 297-60019
Fax: +49 (0) 30 297-61715
presse@deutschebahn.com
www.deutschebahn.com/presse
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into DB's fare and ticket sale systems and transport network. Bus staff assist
passengers in boarding and alighting. Wheelchairs and other orthopaedic aids
may be carried in the hold, provided they can be folded away, weigh no more
than 25 kg and do not exceed 120x109x35 cm in size. There are 33 new
double-decker buses in the fleet, each with a wheelchair space. Boarding and
alighting is facilitated for wheelchair users by a low-floor design and use of a
ramp. Wheelchair users are requested to notify the Mobility Service Centre
before they travel.
DB luggage service from door to door
Passengers who want to travel without being weighed down by luggage can
choose the DB luggage service. For journeys in Germany or to Austria or Italy,
DB offers to transport luggage from door to door. The service is available for
suitcases and special items such as bikes (except in Italy), sports equipment
and motorised wheelchairs. In Luxembourg and Switzerland, luggage is
provided for collection at the destination station. Collection and delivery of the
luggage can be arranged for a three-hour time slot and costs EUR 4.00 per
item. Sending luggage to a destination within Germany including northern
islands and Hiddensee costs EUR 17.50.
Travellers with reduced mobility can send luggage for a reduced price of EUR
15.50 upon presentation of a disabled person's pass for severe disability.
Motorised wheelchairs, walking aids and other similar-sized orthopaedic aids
are transported free of charge for passengers who present a disabled person's
pass marked "G". Special luggage costs EUR 27.50 and hand-powered
wheelchairs are transported free of charge. Travellers can find further
information on the DB luggage service at all DB Travel Centres and DB
agencies, by calling + 49 (0) 1806 99 66 33* or by visiting
bahn.de/gepaeckservice.
Discounts on BahnCard 25 and BahnCard 50
School pupils, apprentices and students up to the age of 26, the over 60s and
the severely disabled ("GdB 70" or above) travel for less with a BahnCard.
These price-conscious occasional travellers benefit from purchasing the
reduced-price BahnCard 25, which costs EUR 41.00 (standard price: EUR
62.00) for second class or EUR 81.00 (standard price: EUR 125.00) for firstclass. For frequent travellers, it pays to have the BahnCard 50. This is available
at the reduced price of EUR 127.00 (second class) or EUR 252.00 (first class).
All BahnCard holders automatically ride with 100% renewable electricity on
long-distance trains within Germany. DB covers the additional costs for
electricity from renewable energy sources. Together with its customers, DB is
thereby making an active contribution to protecting the climate.
Travel free on local public transport
Issued by: DB Mobility Logistics AG
Potsdamer Platz 2, 10785 Berlin, Germany
Responsible for content:
Oliver Schumacher, Head of Communications and Marketing
Kai-Henning Wagner
Spokesperson Stations
Tel.: +49 (0) 30 297-62726
Fax: +49 (0) 30 297-61715
presse@deutschebahn.com
www.deutschebahn.com/presse
Nicole Knapp
Spokesperson Longdistance
Trains
Tel.: +49 (0) 30 297-60019
Fax: +49 (0) 30 297-61715
presse@deutschebahn.com
www.deutschebahn.com/presse
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Since geographical restrictions were abolished in September 2011, the
availability of free travel for people with severe disabilities has been
considerably increased. Passengers with a green and orange disabled person's
pass, along with an additional page containing a valid token, can now use all
local and regional trains throughout Germany without purchasing an additional
ticket.
The rules on accompanying persons, dogs and free seat reservations are
unchanged, as is free travel within areas covered by regional transport
associations.
Plan and book barrier-free travel destinations conveniently with DB
DB offers a convenient way for travellers with reduced mobility to plan and book
their holiday in Germany or Austria. On the website www.bahn.de/reisezielebarrierefrei, the Barrier-free Destinations in Germany Association, Barrier-free
Austria and DB present a range of mobility packages featuring inclusive
accommodation at the holiday destination as well as possible excursions and
cultural activities. Passengers can also book outward and return travel in
advance, including assistance in boarding, disembarking and changing trains,
as well as onward travel at the holiday destination.
The travel offers are primarily geared towards wheelchair users and visually and
hearing impaired customers, but are also aimed at senior citizens and families
with young children. Travel experiences for day trips, short breaks or annual
holidays can be booked using this service. Whether customers are looking for
nature, culture, an action-packed holiday or relaxing break, extensive
information on all services and contacts is provided online. All journeys can also
be booked by calling the Mobility Service Centre.
Destination nature: environmentally friendly, convenient travel by bus and
train
Many picturesque natural attractions are right on our doorstep and can be easily
reached by environmentally friendly trains. Fahrtziel Natur (destination nature)
is a collaboration between Deutsche Bahn and leading environmental
organisations: BUND, NABU and VCD. It has been campaigning for sustainable
tourism and improved local mobility since 2001. From the North Sea mud flats
to the Alps, Fahrtziel Natur invites you to visit 22 fascinating natural landscapes
in Germany, Austria and Switzerland. All Fahrtziel Natur destinations are
suitable for the expansion of accessible tourism.
Three natural landscapes have received awards for their accessible tourism
provision. East Frisia was the winner, the Eifel National Park and Central/North
Black Forest Nature Park took second and third place in DB's "Tourism for
Everyone" award in November 2014. The award recognised the commitment of
these regions to accessible tourism and their extraordinary achievements in this
field. The regions not only endeavour to enable people to enjoy tourist
Issued by: DB Mobility Logistics AG
Potsdamer Platz 2, 10785 Berlin, Germany
Responsible for content:
Oliver Schumacher, Head of Communications and Marketing
Kai-Henning Wagner
Spokesperson Stations
Tel.: +49 (0) 30 297-62726
Fax: +49 (0) 30 297-61715
presse@deutschebahn.com
www.deutschebahn.com/presse
Nicole Knapp
Spokesperson Longdistance
Trains
Tel.: +49 (0) 30 297-60019
Fax: +49 (0) 30 297-61715
presse@deutschebahn.com
www.deutschebahn.com/presse
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destinations and the wonders of nature without barriers, but also to encourage
those with or without a disability to experience the great outdoors together.
Sustainable holidays in the great outdoors for everyone – together:
www.fahrtziel-natur.de.
DB in regular dialogue with disability groups
DB has improved its understanding of the specific needs of the disabled over 12
years of regular exchange with people with reduced mobility. In 2006, a working
group comprising representatives appointed by the German Disability Council
(Deutscher Behindertenrat) was established specifically for this purpose. Here,
key detailed issues relating to upcoming implementation measures in the areas
of infrastructure, vehicles, information and service are presented and discussed
in a collaborative and constructive dialogue. The group is an opportunity for
people with reduced mobility to contribute their expertise so that the measures
to be taken can be based on their specific needs. It goes without saying that DB
also complies with all the applicable statutory frameworks such as the German
Federal Disability Equality Act (Behindertengleichstellungsgesetz des Bundes)
and General Equal Treatment Act (Allgemeines Gleichbehandlungsgesetz), the
Technical Specifications for Interoperability for Passengers with Reduced
Mobility (TSI PRM) and EU passenger rights regulations.
* 20 cents per call from a German landline, max. 60 cents per call from a German mobile network
** 14 cents per minute from a German landline, rates from German mobile networks may vary, but
max. 42 cents per minute
Kai-Henning Wagner
Spokesperson Stations
Tel.: +49 (0) 30 297-62726
Fax: +49 (0) 30 297-61715
presse@deutschebahn.com
www.deutschebahn.com/presse
Issued by: DB Mobility Logistics AG
Potsdamer Platz 2, 10785 Berlin, Germany
Responsible for content:
Oliver Schumacher, Head of Communications and Marketing
Nicole Knapp
Spokesperson Longdistance
Trains
Tel.: +49 (0) 30 297-60019
Fax: +49 (0) 30 297-61715
presse@deutschebahn.com
www.deutschebahn.com/presse
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